Rag & Bone
Analyst, Customer Service
London, London, United Kingdom - Full Time
About rag & bone:
From our origins in New York in 2002, rag & bone was founded on a belief of uncompromising ideals: a commitment to doing things the right way, not the easy way. To making things that are as original as they are timeless. To being true to ourselves, even when that truth sets us apart from the mainstream.
We still believe in the same principles we started with: the easy elegance of classic British tailoring, the authenticity of American workwear, and the originality of our home city, New York. As New Yorkers, community and authenticity have become synonymous with our brand. An inclusive environment at rag & bone upholds our original values by encouraging employee connection and empowering each individual to have a voice on policy, process, and collaboration for a more equitable future.
Job Summary:
Based in our London corporate office, the Wholesale Customer Service Analyst oversees the global operational support to the Wholesale business of rag and bone. The candidate will ensure flow of information starting with order entry to invoicing. The Customer Service Team oversees priorities, order management, invoicing, return authorizations, as well as, meeting financial forecasts. This individual will serve as a liaison amongst communications with Logistics, Sales, external Buying offices, Finance and Third-Party Logistics Distribution Center directly reporting to the Director of Customer Service, Wholesale.
Responsibilities:
- Monitor and compile all necessary information outlining the lifespan of an order from initial order upload to invoicing for rag and bone Wholesale Sales teams and Retail partners
- Partner with the Wholesale Sales teams to optimize the flow of the Wholesale business strategy by region
- Liaise between Wholesale Sales teams and Logistics to monitor supply dates identifying any delays or risk in order fulfillment
- Compile and communicate all necessary information needed to upload EDI orders with Wholesale Retail partners, regarding seasonal buys, pricing, delivery, and resolution of discrepancies
- Maintain strong partnerships with major and specialty retailers globally
- Validate EDI transmissions vs. booked orders
- Analyze potential shortfall and shift in fulfillment from our various 3PL’s
- Update shipping reports according to templates defined by Sales team
- Ensure deliveries are met within the designated shipping window provided by Sales team
- Manage order release according to delivery windows, thresholds, and prioritization levels
- Support Third Party Logistics Distribution Centers and monitor service level agreements for Wholesale shipments
- Manage Wholesale Return Authorizations
- Maintain Wholesale customer master in conjunction with Accounts Receivable and Vendor Guidelines
- Communicate and coordinate with internal departments to meet customer expectations
- Partner with Accounts Receivable to manage, mitigate, and investigate chargeback claims
- Adhere to precision, quality, and timing standards to ensure the best-in-class service
- Bachelor’s degree preferred
- Strong computer skills
- Detail oriented with strong ability to multitask
- Excellent communication skills, written and verbal
- Thrive in a fast-paced environment
- Strong analytical and problem-solving skills
- Intermediate Excel skills
- Knowledge in Microsoft D365 and NuOrder a plus
- EDI Order Management
- High level of professionalism
Rules we live by | Rules you live by
- Be a Good Human - Be original, be authentic. Stand for diversity, equitability & inclusivity.
- Have No Fear - Innovate, solve problems
- Own Every Decision - Work together, get results
- Quality Matters – Not only with product but we see it in our people
- Make Sh&t Happen - Be disciplined, be competitive
- Paid Time Off
- Clothing Allowance
- Generous Employee Discount
- Paid Parental Leave
- Membership to Calm and access to other wellness benefits
- Medical, dental, vision and ancillary benefits
- 401k
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
